Indeed and then onto the seminar.
Think they know which card to pay with? It'd be hilarious if they pay cash or better yet a Starwood card!
I'm not sure if you can bring up more general issues but more training for their CSR would be nice. I can probably think of a dozen examples of things reps don't know but I'm sure you know far more so I won't bother.
Side note why is it that HUCA is so successful? Is it the lack of knowledge for the CSR that didn't help you, or the one that did help you?